This Acceptable Use Policy (“AUP”) describes actions that Twilio prohibits when any party uses Twilio’s Services. This AUP is incorporated by reference into, and governed by the Terms of Service or other similar written agreement between you (Customer) and Twilio (the “Agreement”). The Agreement contains definitions of capitalized terms not otherwise defined in this AUP and takes precedence over any conflicting provisions in this AUP.

Policy

You may not use the Twilio Services without agreeing to this AUP. Thus, you agree not to use, and not to encourage or allow any End User to use, Twilio Services in the following prohibited ways:

  1. Using the Twilio Services to encourage any illegal, fraudulent, abusive, or other activities that materially interfere with the business or activities of Twilio.
  2. Attempting to bypass or break any security mechanism on any of the Twilio Services or using the Twilio Services in any other manner that poses a material security or service risk to Twilio or any of its other customers.
  3. Reverse-engineering the Twilio Services in order to find limitations, vulnerabilities, or evade filtering capabilities.
  4. Launching or facilitating, whether intentionally or unintentionally, a denial of service attack on any of the Twilio Services or any other conduct that materially and adversely impacts the availability, reliability, or stability of the Twilio Services.
  5. Transmitting any material that contains viruses, Trojan horses, spyware, worms or any other malicious, harmful, or deleterious programs.
  6. Using the Twilio Services in any manner that materially violates the following: (a) industry standards, policies and applicable guidelines published by (i) the CTIA (Cellular Telecommunications Industry Association), (ii) the Mobile Marketing Association, or (iii) any other generally recognized industry associations; (b) carrier guidelines and usage requirements as communicated in writing by Twilio to you.
  7. Engaging in any unsolicited advertising, marketing or other activities prohibited by applicable law or regulation covering anti-spam, data protection, or privacy legislation in any applicable jurisdiction, including, but not limited to anti-spam laws and regulations such as the CAN SPAM Act of 2003, the Telephone Consumer Protection Act, and the Do-Not-Call Implementation Act.
  8. Using the Twilio Services in connection with unsolicited or harassing messages (commercial or otherwise), including unsolicited or unwanted phone calls, SMS or text messages, voice mail, or faxes.
  9. Using the Twilio Services to harvest or otherwise collect information about individuals, including email addresses or phone numbers, without their explicit consent or under false pretenses.
  10. Using the Twilio Services to engage in, or in connection with fraudulent activity.
  11. Using the Twilio Services to receive, send or otherwise process Protected Health Information as defined by the Health Insurance Portability and Accountability Act of 1996 as amended, unless you have signed a Business Associate Agreement with Twilio or your use of the Twilio Services fits within the “conduit” or some other exception for requiring a Business Associate Agreement.
  12. Violating or facilitating the violation of any local, state, federal, or foreign law or regulation, including, but not limited to, laws and regulations regarding the transmission of data or software.
  13. Using the Twilio Services to transmit any material that infringes the intellectual property rights or other rights of third parties.
  14. Using the Twilio Services to transmit any material that is, facilitates, or encourages libelous, defamatory, discriminatory, or otherwise malicious or harmful speech or acts to any person or entity, including but not limited to hate speech, and any other material that Twilio reasonably believes degrades, intimidates, incites violence against, or encourages prejudicial action against anyone based on age, gender, race, ethnicity, national origin, religion, sexual orientation, disability, geographic location or other protected category.
  15. Using the Twilio Services to transmit any material or content that is offensive, inappropriate, pornographic, obscene or otherwise objectionable to any person or entity who did not provide prior express consent to receive such material or content.
  16. Creating a false identity or forged email address or header, or phone number, or otherwise attempting to mislead others as to the identity of the sender or the origin of a message or phone call.

Phone Number Reclamation

All phone numbers are subject to rules and restrictions imposed by telecommunication carriers. In order to comply with such rules and restrictions, Twilio may, in its sole discretion, reclaim your phone numbers that do not have adequate usage, as determined by such telecommunication carriers. Twilio, however, will use commercially reasonable efforts to (i) provide notice to you prior to any phone number reclamation and (ii) to work with telecommunication carriers to prevent the reclamation of any phone numbers.


This AUP has examples of restricted behavior, but does not list all restricted behaviors. Ultimately, Twilio will decide whether your use violates the AUP.

While we’ve done our best to make our AUP complete, readable, and understandable, you may still have additional questions. We get that. So, feel free to contact our support team at help@twilio.com.

Or, if you prefer, you may write to us at:

Twilio Inc.
375 Beale Street, Suite 300
San Francisco, CA 94105

Twilio Ireland Limited,
25-28 North Wall Quay
Dublin 1, Ireland